Head of RMA and Technical Support - Leading Tech Solutions in Bali

Join Prism Tech as the Head of RMA (Return Merchandise Authorization) and Technical Support in the vibrant heart of Bali. This is a unique opportunity to lead a high-performing team in delivering exceptional technical support and streamlined RMA processes for our cutting-edge tech solutions. In this role, you'll be responsible for ensuring our customers receive the best possible support, from troubleshooting complex technical issues to managing product returns efficiently. With a salary range of Rp 50,000,000 - Rp 80,000,000 per month, this position offers a competitive package and the chance to grow within a dynamic and innovative company.

At Prism Tech, we're a leading tech solutions provider in Bali, known for our commitment to excellence and customer satisfaction. Our team is at the forefront of the digital transformation, working on projects that impact businesses and individuals alike. As the Head of RMA and Technical Support, you'll play a crucial role in maintaining our high standards of service and driving our continuous improvement initiatives.

In your day-to-day work, you'll collaborate with cross-functional teams to resolve technical issues, develop and implement support processes, and train and mentor your team. You'll use tools like Zendesk, Jira, and ServiceNow to manage support tickets and RMA cases, ensuring seamless communication and efficient problem resolution. This role is perfect for a professional with a strong technical background and a passion for customer service.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of technical support and RMA specialists, ensuring high levels of customer satisfaction and operational efficiency.
• Develop and implement processes for managing RMA cases, from initial request to final resolution, using tools like Zendesk and Jira.
• Provide expert technical support to customers, troubleshooting complex issues and offering solutions that meet their needs.
• Monitor and analyze support metrics to identify areas for improvement and implement data-driven initiatives.
• Train and mentor team members, fostering a culture of continuous learning and professional development.
• Collaborate with product and engineering teams to understand technical issues and develop effective support strategies.
• Ensure compliance with company policies and industry regulations related to technical support and RMA processes.
• Represent the company at industry events and conferences, sharing insights and best practices in technical support and RMA management.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5-7 years of experience in technical support or RMA management, with a proven track record of success.
• Certifications in IT support, such as CompTIA A+, CompTIA Network+, or Cisco CCNA, are a plus.
• Strong knowledge of technical support tools and software, including Zendesk, Jira, and ServiceNow.
• Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
• Proven leadership experience, with the ability to manage and motivate a team.
• Familiarity with industry regulations and best practices related to technical support and RMA processes.
• Proficiency in English, both written and spoken.

🛠️ Keahlian

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